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I can’t log in: Update my phone number or reset my 2FA from authenticator to SMS

Instructions to reset your 2FA method from an authenticator app to SMS or update the phone number on your account.

Updated over a year ago

Jump down to authenticator app reset instructions by clicking here:
​Reset from an authenticator app back to SMS

I can't login: I need to update my phone number

To update the phone number on your account, follow these steps:

  1. Open the sign in screen of the Shakepay app and enter your current login credentials (even if the phone number or email needs to be updated).

  2. Click Sign in.

  3. Click on Reset my phone number on the Authenticator verification screen.

  4. Enter the phone number you would like to have listed on your account.

  5. Submit a selfie and a photo of your ID to authorize Shakepay to update account info.

Image showing steps 1 to 3 to update your phone number: 1. Open the sign in screen of the Shakepay app and enter your current login credentials (even if the phone number or email needs to be updated). 2. Click Sign in. 3. Click on Reset my phone number on the Authenticator verification screen.

It can take up to 2 days for the verification team to review a selfie submitted. You will receive an email once the phone number on your account has been updated!

If you run into any issues, please reach out to our customer support team and they will be happy to help!

We only accept valid Canadian mobile phone numbers and we are unable to support VoIP numbers. In addition, you won’t be able to send money out from your account for 24 hours after disabling your two-factor authentication app.

Have a new number, and you are still able to login?

If you have a new number and can login, you can update the phone number online! If you can't get that updated, please reach out to our support team.

I can't login: I need to reset my authenticator app back to SMS

To re-enable SMS as your 2FA or update your 2FA method, follow these steps:

  1. Open the sign in screen of the Shakepay app and enter your current login credentials (even if the phone number or email needs to be updated).

  2. Click Sign in.

  3. Click on Reset authenticator on the Authenticator verification screen.

  4. Click Continue.

  5. Click Choose document.

  6. Submit a selfie and a photo of your ID to authorize Shakepay to update account info.

Image showing steps 1 to 5 to reset your 2FA to SMS: 1. Open the sign in screen of the Shakepay app and enter your current login credentials. 2. Click Sign in. 3. Click on Reset authenticator on the Authenticator verification screen. 4. Click Continue. 5. Click Choose document.

It can take up to 2 days for the verification team to review a selfie submitted. You will receive an email once your 2FA method has been set to SMS!

If you run into any issues, please reach out to our customer support team and they will be happy to help!

Related articles:
​How can I update my mobile number?

I forgot my password

How to enable 2FA with an Authenticator app

How do I login with 2FA?

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